Review by lanman111
(review was emailed from domain netzero.net)
lodged 11.8 years ago
 Brooklyn,Kings,NY
 $49 per month- (month by month)
 "None" "No Customer Support Follow-up" "Something is Seriously Wrong at Bell Atlantic Technical Support"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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4-18-00
Re: Bell Atlantic Infospeed DSL Service
On February 15, 2000 I ordered Bell Atlantic Infospeed DSL service from
the BA website. It is now April 18, 2000 and I have never been able to
connect to the account server and actually use the DSL service. It seems
that my profile was not created correctly and I am routing to a
different ISP. This problem has existed for over six weeks.
I have made numerous phone calls to technical support and customer care.
The technical support representatives that I've dealt with on the phone
have repeatedly reported the problem and made an honest effort to have
this issue resolved. They seem to be as frustrated and helpless as the
customer is when it comes to dealing with the network team that actually
handles these issues.
There is a serious problem with the department that creates and modifies
these profiles. Repeated attempts to have this issue corrected by them
have been futile. My account history at this point reads like a tragic
novel. This is certainly not an isolated incident and other customers
must be having the same experience.
This is an issue that should really be investigated by the highest
levels of management at Bell Atlantic. There seems to be a serious
problem with the technical support apparatus that is currently in place
and this needs to be closely looked at and addressed.
I refuse to get frustrated over this experience and will not cancel my
service with Bell Atlantic. I will ride this out for as long as it takes
and will begin sharing this experience with every appropriate media
outlet and government entity that is willing to listen.
Any suggestions on who to complain to resolve this matter would be
greatly appreciated.
Thanks,
Marcello
Lanman111@netzero.net
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